Overview

At LENARA BELLE LIMITED, we prioritize exceptional floral experiences. Due to the perishable nature of our products, fresh-cut flowers cannot be returned post-delivery. However, if your arrangement arrives damaged, wilted, or materially different from your order, we offer resolution options as outlined below.

Eligibility for Resolution

You qualify for a refund or replacement only if:

  • Flowers arrive damaged, wilted, or incorrect (e.g., crushed stems, severe wilting, wrong variety).
  • Delivery is late for time-sensitive events due to our error.

Exclusions:

  • Deterioration after 24 hours due to environmental factors (heat, lack of water).
  • Subjective preferences (minor color/size variations of equal value).
  • Gift cards, sale items, clearance, or promotional discounts (all final sale).
  • Recipient unavailability or incorrect delivery addresses.

Resolution Requirements

To initiate a claim:

  • Report within 24 hours of delivery.
  • Email clear photos of the issue and packaging to sales@lenarabelleflowers.com.
  • Provide: Order number, delivery address, and date.
  • Claims without evidence will not be processed.

Refund Process

Approved claims: Refunds issued to original payment method within 5 business days.

Partial refunds: Applicable if only part of the order is affected.

Denied claims: Detailed explanation emailed within 1–2 business days.

Replacements

Same-day redelivery offered where logistically feasible.

If replacement is impossible, a full or partial refund will be issued.

Gift Orders

Recipients: Contact us directly with order details.

Refunds: Issued exclusively to the original purchaser (gift giver).

Sale Items

Clearance, seasonal promotions, and discounted items are final sale with no returns or refunds.

Cancellation Policy

Full refunds for cancellations made ≥24 hours before delivery.

Same-day/next-day orders cannot be canceled once processing begins.

Customer Assurance

We stand by our blooms! While natural variations occur, we guarantee your satisfaction. For assistance:

Email: sales@lenarabelleflowers.com
Phone: +254103913737
Required: Order number, photos, delivery details.

Policy Updates

We may revise these terms periodically. Significant changes will be communicated via email or website notice.

Contact Information

LENARA BELLE LIMITED

Email: sales@lenarabelleflowers.com
Phone: +254103913737